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Samsung Buds EB looking like a fail... - Printable Version

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Samsung Buds EB looking like a fail... - plop442 - 09-07-2022

For the past month or so, I've been in contact with Samsung regarding EB with their buds. The buds themselves a long with the case weigh around 70 grams, so should be good on the weight. I've told them when I received the box, it was empty, as in no buds or case were inside. After going back and forth over the course of a month, this is the reply they sent me today:
"Hi <NAME>,

Thanks for getting in touch with the Samsung Shop Team. Your Reference Number is <Number>.

You are most welcome.

I already have an update from our internal team, that due to data protection act we are unable to share any images with you, from the warehouse for example. Our warehouse has confirmed that the items were picked and packed correctly, please mind that the parcel is weighted before shipment and system would pick it up if the box was to be empty.

Also DPD POD picture shows that there is no damage to the parcel.

And in this case upon the outcome of the investigation we cannot provide a replacement or refund on the item.

I know that this is not the level of service that you are expecting from us however giving us a chance to make things right by addressing your complaint and undesirable experience can help us a lot to prevent this kind of experience and to retain you as a satisfied customer.

For the amount of time and inconvenience caused, allow us to offer a good will gesture in a form of discount code amounting £50. Please be advised that we don't offer any monetary compensation or complimentary items. All of our compensation comes in a form of discount codes.

The voucher code that we will be generating is applicable and can be use on our regular website at https://www.samsung.com/uk/ only and valid for 6 months.

We're hoping to get your response regarding this so I can have it generated.

Again, on behalf of Samsung, I want to sincerely apologize for the negative experience that you had with our customer service team. I understand that our team was not helpful in resolving your issue and didn’t provide the level of service that you’ve come to expect.

Going forward, we are going to take steps to ensure that this situation does not happen again. I want to sincerely thank you for bringing this issue to our attention and letting us make up for the experience. We are always to improve our customer service, and your feedback is essential to that process.



Kind regards,"

Every response I've gotten prior to this email basically said they they checked the CCTV and that item was packaged correctly. I don't think they seemed to understand my claim as they always go back to the "the item was confirmed to be packed correctly". I never once claimed the item was tampered with or wasn't packed correctly, as I'm going for the manufacture EB method. I've now sent them a reply to the email above, and this was my reply:

"Thanks for getting back. Your response is a shame, because it doesn't seem like Samsung are taking my claim seriously or taking no responsibility for my missing item.

For the 10th time already, I am not arguing that the item was not packed correctly. Why do Samsung keep on saying this!? Please read every email I've sent and listen to every phone call and you'll find that not once have I said the item wasn't packaged correctly or tampered with. Like I've already reiterated in my last email, the item being packed properly has no relevance to my claim, and doesn't prove that the actual items, the galaxy buds, were in the package.

Regarding the weight, please show me evidence. Provide me with evidence from the carrier by cross checking the weight that proves the item was still in the box.

I am not asking to see the ins and outs of the operation, rather just proof that shows the buds being in the box.

I'm sorry, but I am unable to accept this reply from Samsung, because they have not complied with any of my requests, regarding evidence. For all I know they could be lying about the CCTV and weight. If I, as a customer, need to jump through hoops in order to resolve my claim, why should this not apply to Samsung, too? If Samsung are adamant that the items were in the box when delivered, they should have nothing to hide and show evidence that clearly backs up what they're claiming.

Ultimately, the fact of the matter is, I have not received any evidence that proves my bud were in the package. The box being packaged properly excuse is irrelevant to my claim. For the last month I've been pretty much treated as a liar, because that's essentially what this service I have gotten speaks of. Either I'm being called a liar or Samsung are failing to take any responsibility. If it's the former, then all Samsung have to do is provide evidence of the items being in the box at the time of delivery, which is something they have failed to do after my every request.

I demand this claim to be escalated, because the team handling this case obviously haven't a clue on how to handle it, and have failed with my every request.

Regards,"

I've received a reply to this email, saying they're gonna escalate the issue. I honestly expect this to fail, because these cunts are stubborn and keep using the item was packed correctly bullshit excuse, when that's irrelevant to my claim. Now I just wait.

RE: Samsung Buds EB looking like a fail... - Specialbrewmike - 09-07-2022

I done a Samsung s22 ultra it took over a month. Just hang in there and ask to keep escalating it further get angry if you have to.....

I sent my phone for repair and it was literally an empty box....

I'd say if there offering you compensation in vouchers they are not 100% sure or they would just give you nothing

Tell them the package was damaged on the underside that wasn't on the photo
Also for my phone there was many phone calls to them try to do that as without it I know I wouldn't have succeeded

RE: Samsung Buds EB looking like a fail... - plop442 - 09-07-2022

(09-07-2022, 06:12 PM)Specialbrewmike Wrote: I done a Samsung s22 ultra it took over a month. Just hang in there and ask to keep escalating it further get angry if you have to.....

I sent my phone for repair and it was literally an empty box....

I'd say if there offering you compensation in vouchers they are not 100% sure or they would just give you nothing

Tell them the package was damaged on the underside that wasn't on the photo
Also for my phone there was many phone calls to them try to do that as without it I know I wouldn't have succeeded

Thanks for the reply. It's reassuring to know you succeeded. So, you sent your "phone" for repair, but sent an empty box? That's the method you used? Regarding phoning them; I have. I've phoned them countless times and they regurgitate the same shite over and over about how the internal team checked the CCTV cameras and confirmed the item was packed correctly. Then when I tell them I want to dispute that, they tell me to wait for a reply back. I can't tell them the package was damaged, as I've reiterated to them many times that I'm not disputing them saying that there was to tampering with the package/box, and that the box was perfectly sealed, so thus going for the manufacture EB method.

RE: Samsung Buds EB looking like a fail... - mothered - 09-08-2022

Quote:Our warehouse has confirmed that the items were picked and packed correctly
Tell them to provide evidence of the buds enclosed In the case at the time of picking & packing the order.

Quote:Also DPD POD picture shows that there is no damage to the parcel.
Tell them to provide photographic evidence of the package condition at the time It was delivered to your address.

The photos must be clearly visible, and contain every angle of the package.

Quote:basically said they they checked the CCTV and that item was packaged correctly.
Tell them to email you the footage (as an attachment) of the earbuds enclosed In the case.

I can assure you they cannot fulfil any of the above requests.

RE: Samsung Buds EB looking like a fail... - plop442 - 09-08-2022

(09-08-2022, 03:51 AM)mothered Wrote:
Quote:Our warehouse has confirmed that the items were picked and packed correctly
Tell them to provide evidence of the buds enclosed In the case at the time of picking & packing the order.

Quote:Also DPD POD picture shows that there is no damage to the parcel.
Tell them to provide photographic evidence of the package condition at the time It was delivered to your address.

The photos must be clearly visible, and contain every angle of the package.

Quote:basically said they they checked the CCTV and that item was packaged correctly.
Tell them to email you the footage (as an attachment) of the earbuds enclosed In the case.

I can assure you they cannot fulfil any of the above requests.

Thanks, Mothered, appreciate the response.
Regarding them saying the weight would have been detected if the buds weren't in the case; how do I go about this? I told them to provide evidence of the carrier's record of the weight. I don't know if the 120g rule applies to the manufacturer when they weigh the package before sending it to the carrier.

RE: Samsung Buds EB looking like a fail... - ImprovingLizard - 09-08-2022

Send me a dm mate, I'll help out.

RE: Samsung Buds EB looking like a fail... - mothered - 09-08-2022

(09-08-2022, 03:56 AM)plop442 Wrote: Regarding them saying the weight would have been detected if the buds weren't in the case; how do I go about this? I told them to provide evidence of the carrier's record of the weight. I don't know if the 120g rule applies to the manufacturer when they weigh the package before sending it to the carrier.
The package could've been tampered with and the buds stolen after It was dispatched from their warehouse, or after It left the carrier's depot - which Is why I suggested to request evidence of the package condition at the time It was delivered to your address.

Essentially, It renders their findings Inconclusive.

RE: Samsung Buds EB looking like a fail... - 0xTodd - 09-08-2022

(09-08-2022, 04:14 AM)mothered Wrote:
(09-08-2022, 03:56 AM)plop442 Wrote: Regarding them saying the weight would have been detected if the buds weren't in the case; how do I go about this? I told them to provide evidence of the carrier's record of the weight. I don't know if the 120g rule applies to the manufacturer when they weigh the package before sending it to the carrier.
The package could've been tampered with and the buds stolen after It was dispatched from their warehouse, or after It left the carrier's depot - which Is why I suggested to request evidence of the package condition at the time It was delivered to your address.

Essentially, It renders their findings Inconclusive.

they usually dont do the work to make it conclusive....

RE: Samsung Buds EB looking like a fail... - mothered - 09-08-2022

(09-08-2022, 04:52 AM)0xTodd Wrote:
(09-08-2022, 04:14 AM)mothered Wrote:
(09-08-2022, 03:56 AM)plop442 Wrote: Regarding them saying the weight would have been detected if the buds weren't in the case; how do I go about this? I told them to provide evidence of the carrier's record of the weight. I don't know if the 120g rule applies to the manufacturer when they weigh the package before sending it to the carrier.
The package could've been tampered with and the buds stolen after It was dispatched from their warehouse, or after It left the carrier's depot - which Is why I suggested to request evidence of the package condition at the time It was delivered to your address.

Essentially, It renders their findings Inconclusive.

they usually dont do the work to make it conclusive....
What I've stated, Is Impossible to make It conclusive.

RE: Samsung Buds EB looking like a fail... - WLT17 - 09-08-2022

Yup Samsung are bastards, would avoid.